Technical Support Engineer

Genesys empowers organizations of all sizes to improve loyalty and business outcomes by creating the best experiences for their customers and employees. Through Genesys Cloud, the AI-powered Experience Orchestration platform, organizations can accelerate growth by delivering empathetic, personalized experiences at scale to drive customer loyalty, workforce engagement, efficiency and operational improvements.We employ more than 6,000 people across the globe who embrace empathy and cultivate collaboration to succeed. And, while we offer great benefits and perks like larger tech companies, our employees have the independence to make a larger impact on the company and take ownership of their work. Join the team and create the future of customer experience together.Job Title: Technical Support EngineerAbout the Position:As a Technical Support Engineer, you will be responsible for all customer issues via telephone, e-mail, chats, and cases in our CRM to ensure courteous, timely and effective resolution of end user issues. Your main objective is to ensure proper operation of the Genesys Cloud org in order for Customers to accomplish business tasks. This includes actively resolving customer requests within established SLTs. Problem resolution may involve the use of diagnostic tools and collaboration with other engineers, as well as require proper escalation to next level support team. You won’t be in this alone. We are a team that helps each other and likes to have fun too.Key Responsibilities:The primary responsibilities for this role include (but are not limited to):Primary contact for customers for any technical issuesYou will interact with Genesys customers using our case management system, phone, email, chat, and/or shared screen sessions.Collect logs related to customer affecting issues and investigate for possible root causeResolve support issues through investigation, replication, and troubleshootingParticipate in internal and customer facing calls related to support issuesInteract directly with customers to obtain additional information or to provide status updates or resolutionsInteract with various internals teams – R&D, QA, Technical Publications, Technical Account Management, Genesys Platform Operations to resolve support issuesOrganize and lead conference calls during customer-affecting service interruptionsBecome knowledgeable on Genesys products through training and hands-on experienceIdentify improvements to process and seek ways to improve customer satisfactionUpdate Knowledge Base upon resolution of a support issue to document the solution for future referenceEnsure Service Level Targets for Case Response times are metParticipate in a shift and ‘on-call’ rotation as necessary, to provide support coverage outside of standard business hours.Attend, and eventually deliver, training courses to sustain/enhance product knowledgeDevelop a deep understanding of Genesys cloudTroubleshoot technical issues to establish the root cause of problems and form a solution or workaround across a range Genesys CloudCommunicate any technical issues to the customerServe as the client contract expert for the purpose of spotting tickets that are out of the normal scope and require further account management actionMonitor incident trends and anticipate potential problems for proactive resolutionParticipate in an on-call rotationMeet weekly measured goals and metrics (SLT, Utilization and documentation)Requirements:Understanding of SIP, WebRTC, VoIP, PCap analysis, troubleshooting call quality, media gateways, and SBC devicesAbility to understand complex network topologies, NAT traversal, Firewalls, Information Security, troubleshoot packet loss and delay, jitter, CODECsYou need to be comfortable working in a fast-paced team environment. We operate under pressure and have to hit strict timelines to be successful.Proficiency in troubleshooting complex systemsExcellent communication skills, both written and verbalExceptional interpersonal skills, with a focus on rapport-building, listening and questioning skillsStrong documentation skillsAbility to conduct research into a wide range of issues is requiredAbility to present ideas in a user-friendly, business-friendly mannerYou will have a bachelor’s degree in Computer Science, Computer Technology, related technical discipline, or equal professional technical experience.#LI-AR2#LI-HybridIf a Genesys employee referred you, please use the link they sent you to apply.About Genesys:Genesys® empowers more than 8,000 organizations worldwide to create the best customer and employee experiences. With agentic AI at its core, Genesys Cloud™ is the AI-Powered Experience Orchestration platform that connects people, systems, data and AI across the enterprise. As a result, organizations can drive customer loyalty, growth and retention while increasing operational efficiency and teamwork across human and AI workforces. To learn more, visit www.genesys.com.Reasonable Accommodations:If you require a reasonable accommodation to complete any part of the application process, or are limited in your ability to access or use this online application and need an alternative method for applying, you or someone you know may contact us at reasonable.accommodations@genesys.com.You can expect a response within 24–48 hours. To help us provide the best support, click the email link above to open a pre-filled message and complete the requested information before sending. If you have any questions, please include them in your email.This email is intended to support job seekers requesting accommodations. Messages unrelated to accommodation—such as application follow-ups or resume submissions—may not receive a response.Genesys is an equal opportunity employer committed to fairness in the workplace. We evaluate qualified applicants without regard to race, color, age, religion, sex, sexual orientation, gender identity or expression, marital status, domestic partner status, national origin, genetics, disability, military and veteran status, and other protected characteristics.Please note that recruiters will never ask for sensitive personal or financial information during the application phase.